Implementation of E-Government System in Improving Accessibility and Quality of Public Services in Depok City Regional Government

Implementasi Sistem E-Government dalam Meningkatkan Aksesibilitas dan Kualitas Layanan Publik pada Pemeritah Daerah Kota Depok

Abstract

This study evaluates the implementation of the e-Government system through the "Depok Single Window" (DSW) platform to enhance the accessibility and quality of public services in Depok City. A qualitative research method with a case study approach was employed to explore the effectiveness of DSW in facilitating online access to public services, such as business licensing, civil documentation, and public complaints. The findings indicate that DSW has improved the transparency and efficiency of service processes, despite challenges such as limited technological infrastructure and digital literacy gaps in suburban areas. Government policy support and community participation play crucial roles in the success of the implementation. This study recommends strengthening technological infrastructure in remote areas and digital literacy programs for the community. The government is also advised to conduct regular evaluations and system improvements based on user feedback to maintain service relevance. This research is expected to contribute to the development of technology-based governance and serve as a reference for other governments in implementing efficient and inclusive e-Government systems.